Refund policy
Returns & Warranty
We want nothing more than for our customers to feel they receive quality products and high quality service. After the receipt of your order, we offer a 14-day return policy on any DOA (dead on arrival) or unused items, factory sealed in the manufacturer's original packaging.
Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.
Any manufacturer defects will be covered under this 14 day window.
Unfortunately consumables are always a final sale (e-juice, coils, tanks, accessories, drip tips, replacement parts, rebuildable supplies, etc).
Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.
Any manufacturer defects will be covered under this 14 day window.
Unfortunately consumables are always a final sale (e-juice, coils, tanks, accessories, drip tips, replacement parts, rebuildable supplies, etc).
WARRANTY
Our 14-day warranty begins the day the items are delivered. Customer assumes all cost in shipping items back to Neon Vapor, and Neon Vapor assume all cost in shipping the item back to the customer. Shipping cost incurred is non-refundable/creditable.
What is not covered by our warranty?
What is covered by our Warranty?
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
If you are still covered under warranty, please email us directly @Â theneonvapeshop@gmail.com to get the process started.Â
What is not covered by our warranty?
- E-liquids, Disposable Vapes, Atomizers, Tanks, Rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered.
- Failure or damage caused due to improper use or unauthorized repair
- Failure or damage as a result of excessive force such as dropping or abuse
- Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
- Damage or failure caused by improper use. This includes water damage, juice spillage, and fire damage.
- Leaky tanks are not covered under warranty
- Loss or damage due to missing components
- Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush)
- Damage to the finish (cosmetic issues), or scratches from a brushed finish.
- Rattling or sticky buttons
- Modifying a product in any way, automatically voids the warranty.
- Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
- Items outside of our warranty period
What is covered by our Warranty?
- LED screen issues
- Charging port issues
- Battery issues (turning off when firing, etc)
- Unit auto firing.
- Chip malfunctions
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
If you are still covered under warranty, please email us directly @Â theneonvapeshop@gmail.com to get the process started.Â
RESTOCKING FEE
Returns / exchanges will incur an up to 10% Restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. We can only accept returns on manufacturer sealed items. If an item does not come sealed originally, we are unable to take a return on it. Returns and exchanges are made in the form of Store Credit, and added to your account. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no Credit will be given and the package will be returned to you at your expense.
UNDERAGE PURCHASES
Every package that we ship utilizes Age Verification service. This means that in order for the carrier to hand over the package, you must verify that you are of legal smoking age in your province, state, or country. If the carrier cannot verify your age, they will ship the items back to us. Once the items return, final sale items (as outlined below) are non-refundable. Any items that are eligible for a refund will be done so minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for the carrier to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.
Province
Minimum Age to Purchase:
British Columbia - 19
New Brunswick - 19
Newfoundland and Labrador  - 19
Nova Scotia - 19
Nunavut - 19
Ontario - 19
Prince Edward Island - 19Â
Alberta - 18
Manitoba - 18
Northwest Territories - 18
Quebec - 18
Saskatchewan - 18
Yukon - 18
DISPOSABLE VAPES
Disposable vapes are not covered under any warranty. They are always final sale and cannot be returned or exchanged. In the event your item arrives dead on arrival, you must inform us with a video including all original packaging within 24 hours of your package delivery time.
WRONG OR MISSING ORDER ITEM(S)
If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to theneonvapeshop@gmail.com alerting us of an error is the quickest way of initiating claims. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
Incorrectly received items must be returned to us. We will cover all fees incurred during the return process. If we do not receive the item(s) within 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
Incorrectly received items must be returned to us. We will cover all fees incurred during the return process. If we do not receive the item(s) within 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
PRODUCT EXCHANGES
Items that are DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same colour. Exceptions may apply if the item is no longer being actively stocked.
We can not offer store credit or refunds on warranty exchanges.
We can not offer store credit or refunds on warranty exchanges.
REFUNDS & STORE CREDIT
We are unable to issue refunds to any form of payment other than the original credit card used to make your purchase.
We are unable to issue a refund via Cash, Debit Card or Cheque. If you purchased using Debit Card, Cash or Cheque, you will receive store credit.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit for the value of the returned product(s) after receipt and inspection of returned merchandise.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note:Â we cannot process return or refund requests without proof of purchase.
We are unable to issue a refund via Cash, Debit Card or Cheque. If you purchased using Debit Card, Cash or Cheque, you will receive store credit.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit for the value of the returned product(s) after receipt and inspection of returned merchandise.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note:Â we cannot process return or refund requests without proof of purchase.
NON-RETURNABLE & FINAL SALE ITEMS
All clearance, final sale, or "as is" marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components(mechanical), battery cells, replacement parts, disposable vapes, accessories and electronic cigarette liquids.
Our 14-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components(mechanical), battery cells, replacement parts, disposable vapes, accessories and electronic cigarette liquids.
Our 14-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
RETURN MERCHANDISE AUTHORIZATION
To initiate a return or exchange you must obtain a Return Merchandise Authorization (RMA) confirmation. To obtain an RMA confirmation, please contact us directly @ theneonvapeshop@gmail.com
RETURN ADDRESS
After you receive an RMA confirmation, please return your product(s) to us within 30 days. Be sure to include your RMA Approval email.
Please send to:
Neon Vapor
343 2nd Line West
Sault Ste Marie, Ontario
P6C 2J6
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Neon Vapor, is not responsible for loss or damage during transit.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Neon Vapor, is not responsible for loss or damage during transit.
Only submit returns once your RMA has been approved.Â